Calling his logic or his character into question will only escalate the situation and make him more difficult to deal with. Listen to Customers However, among other customer service phrases to avoid is "Can I put you on hold?" Use a low, calm, even monotone voice. Tactfully following a step-by-step service-resolution approach is pivotal. Often, you have to swallow your tongue and keep your cool when dealing with difficult customers. This is fine, but make sure you stick to the issue and your reasoning without attacking the customer or his logic. You may unsubscribe from these communications at any time. This article has been viewed 272,390 times. Yes, it would be wrong unless your life was in imminent danger (for example, if after you try getting away from them, they keep attacking you). Second, by putting yourself in their shoes, you can come to understand where they're coming from. If you choose to make a policy for dealing with this type of angry customer, check-out the following article: A Policy for Dealing with Angry and Abusive Customers. Your support helps wikiHow to create more in-depth illustrated articles and videos and to share our trusted brand of instructional content with millions of people all over the world. 1. Often, kitchens will have a documented record of all orders per table (assuming you don't have a point of sales system, if you do have one, just print the ticket again). Then give them the corporate or human resources phone number for your company and tell them to call them with any complaints they may have. Sometimes customers lose patience with the employee, some customers get frustrated with situational inconveniences, and some customers are just simply rude. ", Use firm but polite phrases, such as "Please let me finish," "That was not my question," or "That's not what I said. Remove self-doubt by looking at the facts. I am instructed to disengage from calls that involve me doing something that's against company policy. If, however you’ve had enough of politely smiling and nodding all the time to rude customers’ demands, check out these funny comics for some best comebacks to deliver to your most annoying customers. Please consider making a contribution to wikiHow today. This shows the customer that you're not being resistant to his complaint, and in answering your questions he may come to realize that there has been some sort of misunderstanding. Once you've figured out what the problem is, you can start solving it. Taking 10 deep breaths -- inhaling through your nose and exhaling through your mouth -- can slow down your heart rate and help you collect yourself. The main point of apologizing is to show the customer that you do feel bad that they've had a negative experience with their product or service. References If you are calm, cool and collected this will help your customers adjust your customer's frustrated mood to a more relaxed one. Each of our 11 video lessons covers a different aspect of Dealing With Rude Customers. You may want to consider asking the customer what he would like you to do to fix the issue at hand. Thus, being careful with your language is key. If your correspondence with the customer is by email, take a few moments to center yourself before responding to the email. Understanding the motives for the customer's rudeness is the first step in handling these situations well. But if you’re able to keep your wits about you, be empathetic, and not take the situation personally, you’ll recover quickly and have a better handle on how to act when faced with a frustrated guest. Customers will be rude, and how you deal with them is important to your reputation as a company. Take a few deep breaths, focus on something that makes you happy, and compose the email only after you've composed yourself. Try to ignore whatever insulting or rude things the customer is saying, and focus on what his actual complaint is. He has over 40 years of experience in business and finance, including as a Vice President for Blue Cross Blue Shield of Texas. How to Deal with Rude Customers: Strategies & Tips 1. Firstly apologize and say 'I'm sorry but due to my company's policy, I have to discontinue discussing this with you'. Every day at wikiHow, we work hard to give you access to instructions and information that will help you live a better life, whether it's keeping you safer, healthier, or improving your well-being. If the behavior constitutes harassment, you should call the police. So, show off how calm and collected you are by having a tone to match. Try saying statements like, "I'm sorry that you've had a bad experience with this product" rather than "I'm sorry that we did that." If you know why they’re being rude, it’s the best way to disarm the situation. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd26d4627-d14f-45d7-8087-fc9073069301', {}); Originally published Nov 5, 2018 8:00:00 AM, updated August 21 2020, How to Deal With Rude Customers: 7 Tips for Keeping Your Cool, How to Deal With a Difficult (or Angry) Customer: 16 Tips, The 8 Types of Customer Complaints You'll Get & How to Resolve Them, 7 Tips for Managing Conflict Within Remote Support Teams. What if a customer starts to curse at you and threatens to sue you? If your correspondence with the customer is through a series of emails, you can email him proof of a contract or agreement, or simply refer him to an earlier email, if any previous correspondence dealt with the issue at hand. By signing up you are agreeing to receive emails according to our privacy policy. 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